Service conditions
Terms of service
The rules of an Elite Route booking, written the way they actually work: what the price covers, how far ahead you book, what happens if your flight is delayed, and how a transfer is changed or cancelled.
Last updated: September 7, 2026
This is a translation provided for convenience. In case of any discrepancy, the Spanish version at eliteroute.mx/es/terminos prevails, as it is the one governed by Mexican law.
What a booking is
By paying through the quote form you are requesting a private transfer with a chauffeur for a given date, time, pickup and destination. The booking remains subject to final confirmation of availability by ELITE ROUTE MX. We confirm by WhatsApp or email the same day. If no vehicle is available, the full amount is refunded.
Minimum notice
Transfers are booked at least 12 hours in advance. The quote form will not let you pick a closer time. For anything more immediate, message us on WhatsApp at +52 55 4358 2919 and we will tell you whether a vehicle is free.
Price
The price shown in the quote form is fixed and includes VAT. It is calculated from the estimated distance and duration of the route, the vehicle category and, for airport pickups, the parking and waiting charge.
- There are no surcharges for traffic, for night hours, or for tolls within the quoted route.
- Route changes during the service, extra waiting requested on the spot, and stops that were not quoted are agreed and charged separately.
- On hourly and daily services, the included mileage is shown in the quote form before you pay.
Airport pickups
Pickups from any airport include parking and waiting time for flight delays. We track the flight and the chauffeur waits out the whole delay at no extra cost. For that to work, give us your flight number when you confirm. Once you have landed, the 60 courtesy minutes described below start running.
Luggage and passengers
Each vehicle category states its passenger and luggage capacity in the quote form. If you are travelling with more luggage than listed — or with special equipment — tell us beforehand so we can assign the right vehicle. The chauffeur may refuse a load that exceeds what the vehicle can carry safely.
Changes and cancellations
To change or cancel a transfer, message us on WhatsApp at +52 55 4358 2919 or write to business@eliteroute.mx quoting your booking reference.
Cancellations: more than 24 hours before pickup, we refund what you paid minus 25%; within 24 hours, or in case of no-show, there is no refund. Bookings confirmed less than 24 hours before pickup are subject to these terms from the moment of confirmation.
No-show means, at the airport, 60 minutes after the actual landing time; elsewhere, 30 minutes after the scheduled pickup time. If you contact us within that window and are still inside the airport, your chauffeur waits up to 30 extra minutes at no charge. Before recording a service as a no-show we try to reach you through the channels you gave us when booking — phone, WhatsApp and email. If there is no reply within that window, the service is recorded as a no-show and the chauffeur leaves.
Refunds are processed through the original payment method via Stripe. The bank may take several business days to show the credit.
Liability
We provide the service with licensed chauffeurs and roadworthy vehicles. We are not liable for delays caused by events outside our control — extraordinary traffic, roadblocks, weather or road closures — though we will do what is reasonable to warn you and offer an alternative.
Check the vehicle before you get out: items left behind are kept and returned when they can be traced, but we cannot guarantee their custody.
Invoicing
We issue CFDI invoices on request. Write to contabilidad@eliteroute.mx with your tax details and the booking reference. The payment confirmation page carries a link that composes that request for you.
Personal data
How your data is handled is explained in the privacy notice.
Governing law
These terms are governed by Mexican law. Any dispute will be resolved before the competent courts of Mexico City.